About Wolt

At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre a self-starter with drive and entrepreneurial spirit this could be the ride of your life.

Courier Experience Specialist

Company Description

Wolt is a Helsinki-based technology company with a mission to bring joy simplicity and earnings to the neighborhoods of the world. Wolt develops a local commerce platform that connects people looking to order food groceries and other goods with people interested in selling and delivering them.

Wolt was founded in 2014 and joined forces with DoorDash (NASDAQ: DASH) in 2022. Together we operate in more than 30 countries today 28 of which are with the Wolt product and brand.

Wolt launched in Israel in November 2018 with 26 restaurants in Tel Aviv. Today Wolt covers most of Israels population across 300 cities and towns from Kiryat Shmona to Eilat. Our platform offers an additional sales channel to more than 10000 Israeli merchants and provides a flexible earnings opportunity to over 20000 active courier partners. Our team has grown from a few people in a small office to over 1500 employees across four nationwide locations and were just getting started.

Job Description

As a Courier Experience Specialist at Wolt Israel you will play a strategic role in shaping the end-to-end experience of our courier partners - from onboarding and engagement to satisfaction and retention. You will leverage data insights and creative thinking to build scalable programs and initiatives that ensure couriers feel valued supported and connected to our mission.

This is not just an operational role - its an opportunity to influence how Wolt designs and delivers the courier experience nationwide and to be the professional authority for courier engagement social media strategy and community building. You will collaborate cross-functionally with Operations Product Support and Marketing teams to continuously enhance every digital and physical touchpoint for our couriers.

Key Responsibilities

Experience & Community Startegy

• Own design and execute large-scale projects and initiatives that improve the overall courier journey from app usability to well-being programs with a measurable impact on engagement and satisfaction.
• Define and execute the social media and community strategy for our couriers. Build scale and manage a thriving inclusive digital community.
• Establish and own the official Tone of Voice for all courier-facing communications (in-app newsletters social media website) ensuring it is authentic effective and builds trust.
• Manage and optimize the courier website and other digital platforms maximizing their potential as communication and engagement hubs.
  
  

Insights & Analytics

• Analyze complex data from all sources (surveys social media sentiment roundtables operational data) to identify friction points and transform insights into concrete initiatives.
• Act as the voice of the courier to the Product team translating qualitative feedback and data analysis into clear recommendations to influence the product roadmap.
• Track key metrics (NPS retention social engagement) providing regular reports and strategic recommendations to leadership.
  
  

Engagement & Operations

• Plan and execute impactful events competitions workshops and recognition programs that strengthen the sense of belonging.
• Partner with the Support team to define and maintain the quality of service ensuring new features procedures and communications are rolled out effectively.

• Act as a trusted representative for courier needs serving as the subject-matter expert for the courier experience across the organization.
  
  
  

Qualifications

Experience:

• 4 years of proven experience in a strategic role focused on Community Management Social Media Management or Customer/User Experience ideally in a fast-paced tech or gig-economy company.
• Must have experience in building and scaling digital communities from the ground up with a deep understanding of social media platforms and strategy.
• Demonstrated success in managing large-scale cross-functional projects from conception to completion.
• Proven ability to use data and analytics to build business cases and influence a product roadmap.

• Experience in defining a brands Tone of Voice and creating multi-channel communication strategies.
  
  

Skills:

• Exceptional analytical skills: The ability to dive deep into data (qualitative and quantitative) find the so what and translate it into measurable impact.
• Creative and strategic thinker: You dont just follow a playbook; you invent the playbook and know how to create a new language with users.
• Assertive and influential: Excellent communication skills (fluent Hebrew and English) with the ability to build consensus present clearly to leadership and drive change.
• Grounded and hands-on: A roll-up-your-sleeves mentality passionate about living the field understanding the end-user and not being afraid of hard work.

Personal Qualities:

• A natural leader and professional authority: You inspire confidence bring new knowledge and can level up the expertise of the entire team.
• Highly proactive and solution-oriented: You dont wait for problems; you identify them propose solutions and own the results.
• High empathy balanced with a strong data-driven and results-oriented mindset.

Additional Information

If you thrive in a fast-paced high-impact environment and want to make a real difference in the lives of thousands of people across Israel wed love to meet you.
Join us! and help build the most trusted empowered and happy courier community in Israel.

Our Commitment to Diversity and Inclusion

Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunity to excel.